Senior Customer Success Representative

Senior Customer Success Representative Montgomery , Alabama Apply Now

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Senior Customer Success Representative, Channels

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries.

We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale.

We believe that wherever learning flourishes so do people.

The Customer Success Specialist, Channels is a key member of the North America Higher Education Services Organization, reporting to a Customer Success Manager.

They are responsible for working across an assigned territory consisting of Enterprise, Strategic Private Sector, NCCER/Brady, and Managed accounts to ensure instructor success and overall satisfaction with Pearson’s digital products.

The Customer Success Specialist will partner with Sales and Services colleagues to develop a strategy for a small subset of assigned accounts.

They will be responsible for the creation and communication of customized service offerings for each account aligned with service contracts and customer expectations.

They will provide direct instructor onboarding and ongoing success through High-Touch Customer Success Journeys for all courses tied to Pearson solutions in territory

They are expected to use reports and data to analyze, prioritize, and make decisions regarding accounts in their territory.

This includes tracking product utilization rates, feature usage, courses created, teacher retention rates, and using this information to understand and communicate account health.

The Customer Success Specialist will also provide all Channels customers with access to digital and print resources, and understand functionality, features, and best practices across all Pearson products and services to be able to provide training and guidance to clients.

They are also responsible for driving instructor success with the necessary skills, information, and on-going training and assistance they need to maximize the impact of our digital product(s) in their course each term, as part of the instructor Customer Success Journey.

They are expected to use reports and data to analyze, prioritize, and make decisions in regards to accounts in their territory.

This includes taking action to onboard instructors well ahead of their term start and being able to understand and communicate account health.

The Customer Success Specialist is responsible for the reactive evaluation of customer needs with a subset of our Higher Ed accounts and our NCCER/Brady segment to ensure instructors are on the appropriate customer journey to drive successful onboarding, digital access setup, orientation of the user experience, and preparation to manage student use.

The Customer Success Representative must be able to think critically.

At times, they will need to adapt solutions to meet evolving customer strategy and specific territory requirements.

Attention to detail, empathy, and the ability to work in a fast-paced environment, handling large volume without sacrificing quality, are required to be successful in this position.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify.

All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Qualifications

REQUIRED EXPERIENCE:

Bachelor’s Degree

At least 1 year of Customer Success experience at Pearson

SKILLS/KNOWLEDGE/ABILITIES

Critical thinking: Ability to assess, analyze, and act independently to achieve goals.

Self-Motivation: Demonstrated drive to achieve beyond what is expected in a customer service, customer success, software, or higher education space.

Technical proficiency: Experience applying technology in an educational or corporate setting and demonstrated ability to learn new technology quickly

Communication: Professional communication skills over various channels with internal and external stakeholders.

Ability to effectively collaborate with internal teams.

Time Management: Ability to prioritize and handle a large volume of multiple, concurrent requests.

Interest in education and educational technology: Experience or curiosity about the development of traditional and technology-based intellectual property

Experience with a Customer Relationship Management system, Salesforce, and screen sharing software desired

Background with online education and Learning Management Systems a plus.

The anticipated starting salary range for Colorado-based candidates expressing interest in this position is $60,000.

This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: (